locked out of account

Question

Replaced mobile phone, lost MFA-enabled root access.
Other IAM account had the same MFA, can't login either.
This form [https://support.aws.amazon.com/#/contacts/one-support?formId=contactUs] didn't produce any outcome, I didn't receive any calls. I am positive my current phone number is the same I used to create AWS account.
No way to call or chat with AWS support, since I can't login to account.
Opened unauthenticated "account management" support case, got auto response from Vatipu bot that is not helpful, it repeats what I tried already, unsuccessfully.
What do I do now?

Val · Accepted Answer

This question was asked on somebody else's behalf. When the person tried to initiate a workflow from another computer, the call went through. My hunch is some network appliance was blocking something in the first place.

re:Post Agent · Answer

I understand you're in a difficult situation with your AWS account access. When you're locked out of both your root account and IAM user account due to lost MFA devices, and the standard recovery methods aren't working, it can be very frustrating. Here are some steps you can take:

1. Double-check that your phone number is correct and your phone is able to receive calls. Ensure it's not being blocked by any call-blocking apps or services.

2. If you haven't already, try to use the "Sign in using alternative factors of authentication" option for your root account. This typically involves email verification followed by a phone call. If the call isn't coming through, this could indicate an issue with your phone service.

3. If you've already tried the alternative authentication method and it's not working, your best option is to continue working with AWS Support. Even though you received an automated response initially, you should persist with your support case. Provide as much detail as possible about your situation, including:
   - The steps you've already taken to recover access
   - The exact error messages you're receiving
   - Any changes in your contact information since account creation
   - Any other relevant details about your account

4. Be patient and wait for a response from AWS Support. They are equipped to handle these types of situations and should be able to assist you further.

5. In the meantime, gather any documentation that can prove your identity and ownership of the AWS account. This might include government-issued ID, billing information, or any other relevant documents.

Remember, for security reasons, recovering access to an account with lost MFA can be a complex process. AWS needs to verify your identity thoroughly to protect your account. Continue to work with AWS Support, providing any additional information they request promptly.

For the future, consider using a virtual MFA device (like Google Authenticator) and backing up the MFA seeds securely. This can help prevent similar situations if you lose your physical device again.  
**Sources**  
[Account login when MFA and alternatives are  unavailable | AWS re:Post](https://repost.aws/questions/QUN2zDeid0S1-mEjeoS0lghA/account-login-when-mfa-and-alternatives-are-unavailable)  
[issue for MFA authentication | AWS re:Post](https://repost.aws/questions/QUKVbU8kBLTLiKEmEWp8milA/issue-for-mfa-authentication)  
[Unable to login to root user(MFA autentication failue) | AWS re:Post](https://repost.aws/questions/QUomnGuv8wQDKv96WoRZXWsg/unable-to-login-to-root-user-mfa-autentication-failue)

AWS Support - Ann · Answer

Sorry to hear about these troubles.

Glad to see you figured things out. Let us know if we can help further.

— Ann D.

locked out of account

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